Pitney Bowes Inc.

June 19, 2014
Revdex.com Dispute Resolution Department
Atten: Carolyn Bett
94 South Turnpike Road
Wallingford,  CT  06492
Company:           BUMUDA TRIANGLE
Rental:               
Revdex.com File:            10048398-Rebuttal
Dear Carolyn,
Thank you for the opportunity to assist you regarding Bumuda Triangle Account. 
We have received your rebuttal response to Revdex.com#10048398.    All Accounts above are shown closed and zero balances.   Nothing referencing calls made for pastdue balances per your rebuttal for $349.00 or $1800.00.    If this is pertaining to another account or under related different business name, Please provide account numbers to assist and we will research further.
Please let us know if there is anything further I can assist you with. 
Respectfully,
Lorna R[redacted]
Lorna.Ru[redacted]
Leasing Technical Support
Pitney Bowes Global Financial Services LLC

Hello [redacted],  please see the attached supporting lease documents.
Jan, 08 2015
 
To Revdex.com, Inc.Attn: [redacted]
 
[redacted]    
 
Lease [redacted]
RE: Revdex.com [redacted]
 
Dear Ms. [redacted],
 
In response to [redacted] rebuttal, our records indicate [redacted] signed both leases. As you will see on the attached Customer Privilege Lease, the terms and conditions are clear.  
 
Most entities have a Time and review process before signing and entering a new agreement. There are four invoicing quarters in the year. The client states she was informed she was nearing the end of her lease, which is correct. Per Pitney Bowes policy, our Sales Team reaches out to our clients up to 1 year before the lease expires to see if there is interest in renewing or upgrading equipment within the last year of the active agreement. This is to assess our client’s needs but in no way implies there is early termination of the current agreement.
 
Also, this gives Pitney Bowes time to work with clients to provide the best equipment and gives clients time to get other price quotes so we can either price match the competition or give the client the cancelation information as the cancelation process can take up to 90 days.
 
The client did not inquire the end of lease date before entering the new contract with a new vendor. There are no notes about price matching or end of lease date until after she signed with another vendor.
 
Payments were made and the machine was used multiple times, which validated the lease in 2011. If the client wishes to cancel, please pay the attached settlement offer before January 31, 2014 to settle the terms.  
 
Respectfully,
 
[redacted]
Pitney Bowes Leasing Support
[redacted]
###-###-####
[redacted]
 
Cc: Pitney Bowes Office of the President

September 14, 2015
 
Revdex.com Serving Connecticut
Attn: [redacted]
Manager, Marketplace Operations
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
 
RE: Revdex.com [redacted]
 
Dear [redacted],
 
Pitney Bowes Inc. is committed to providing [redacted] with the finest products backed by the highest quality service and support. We firmly stand by our previous statement that our lease agreements and terms and conditions do not violate the Federal Trade Commission Policy. However, in the spirit of client satisfaction we will release [redacted] from their current lease. 
 
The cancelation is in process and [redacted] should receive the return material for the equipment return within a week. 
 
We thank you for your business over the years and hope we can be of help to you in the near future for your business needs.
 
Sincerely,
 
Stephen F[redacted]
Litigation Manager
Corporate Legal
 
T +1 [redacted]
F +1 [redacted]
[redacted]
pitneybowes.com
 
Pitney Bowes
[redacted]
[redacted]  [redacted]

Complaint: [redacted]
I am rejecting this response because:
Pitney Bowes has stated to you that they have indeed changed they way that they contact their clients just as I have reported.  It is one thing to contact their clients by telephone and quite another to attempt to recontract a leasevia an email to the wrong contact person.  I have not even received a copy of the lease that they are reporting has an e-signature on it.  We never accepted nor were advised of the new policy change of emailing someone in the practicethat is not even the correct contact person.  In speaking to Richard O[redacted], he stated he has several names of authorized people on our account.  After he read those names, I discovered that some of the employees were people that simply called in to obtain technical supportfor the postage meter.  Someone from an overseas branch of Pitney Bowes/Technical Support would ask our employee if they were authorized to speak to them.  While the employees here contacted Pitney Bowes for technical support,they never led anyone to believe that they were authorized to make financial decisions.  I appreciate that Richard O[redacted] from Pitney Bowes did contact me on September 18, 2015 in an attempt to resolve this issue.  However, he is proposing a quarterly fee of $251 over 39 months on a K7MO postage meter.  While this meteris what I was hoping to renew our lease with back when I placed my initial call and learned that they had already extended our contract by falsely obtaining permission, I cannot accept the rate they are purposing.  An Office Manager inour building is currently leasing the exact same meter from Pitney Bowes for $31.41 per month.   Since a compromise has not been reached, we wish to return the postage meter to Pitney Bowes and find it unfortunate that Pitney Bowes has changed the way they do business.  We are asking that they provide information as totheir procedure for returning the meter.Thank you for your assitance.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted] No this is not true about them sending us a letter stating that the lease was not up. I had someone call me from Pitney Bowes to renew our lease because it was up . And I stated to him that I wanted to speak with my doctors about this. Instead we chose to use another company because of Pitney Bowes poor billing system. So I tried to call, email etc to have someone tell me what to do with the machine. No response. It is still here. I can not get anyone to reply. This is not good service.

Hello...

Ms. [redacted],  I apologize for the oversight as this Revdex.com was resolved on 8/12 and the client was advised of the outcome however; I inadvertently forgot to send the business response. 
 
Please accept my apology,
 
Sincerely,
 
[redacted]
Client Advocate
Office of the President
Pitney Bowes
 
 
 
August 12, 2015
 
Revdex.com Serving [redacted]
Attn: [redacted]
[redacted]
[redacted]
 
RE: Revdex.com # [redacted]
 
[redacted] 
[redacted]
[redacted]
 
Dear Ms. [redacted],
 
Pitney Bowes is in receipt of Revdex.com letter for complaint # [redacted] Pitney Bowes understands the frustration of the client [redacted] regarding the duplicate payment for the equipment return fee.
 
In reviewing the account I do show that the client has sent several emails to Pitney Bowes attempting to get a refund for a duplicate payment made for the return equipment pick up fee in the amount of $100.00 without resolution. We apologize for the experience Mr. [redacted] had with Pitney Bowes. I contacted Mr. [redacted] and requested copies of the checks that were paid to Pitney Bowes. These were provided by the client. The checks were sent to our AR group who assured me a refund check will be cut for $100.00 on 08-17-15. I did email the client to inform them of the refund check.
 
Pitney Bowes appreciates all of your information and feedback.  This assists us in educating our staff to ensure we provide excellent Customer Service.
 
Respectfully yours,
 
[redacted]
Case Manager, Client Experience
T + [redacted]
[redacted]
[redacted]
 
Pitney Bowes
[redacted]
[redacted]  [redacted]

August 27, 2015
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To Revdex.com, Inc.Attn: [redacted]
[redacted]
[redacted]
 
 
RE: Revdex.com [redacted]
 
Dear [redacted],
 
I am in receipt of the Revdex.com filed by [redacted], [redacted]. Pitney Bowes policy allows sales reps to reach out to our clients up to one year prior to the end of the lease. During this time, they assess the client’s needs, seeing if there is interest in upgrading the equipment or renewing.
 
I have researched [redacted]’s account and have found that she agreed to the start date of 06/10/13. [redacted] called 09/07/2012 regarding her new lease not starting immediately and having to make the higher payment. It was explained to her that the new lease wouldn’t be effective until 06/10/13. The agreement was reached to credit the amount due on her current lease for the difference in the remaining payments and check #[redacted] was sent for $[redacted] to cover the current quarter instead of the normal payment of $[redacted]. The client continued to use the equipment & there is no record of [redacted] or anyone from the business further disputing the start date of the lease until 05/13/15, when their usage decreased. At that time they called in be let out of the lease. They were advised that they had time left on their lease and a settlement was offered. There has been no further contact directly from the client.
 
The settlement offered in May has expired. I have attached the current settlement.
 
If you do not wish to exercise this option, kindly continue to pay your account as invoiced.
 
Pitney Bowes strives to provide the best customer experience to address your business needs in a timely manner.
 
Martha C[redacted]
Sales Administration Manager
 
[redacted]
[redacted]
[redacted]

It is impossible to contact Pitney Bowes regarding any matter dealing with their equipment. One is repeatedly told to call back later or put on hold forever with no one picking up. I would not recommend leasing anything from them if one needs at any time to speak to someone in customer service.

Complaint: [redacted]
I am rejecting this response because:response did not clarify what "start the cancellation process" means. To accept I want to cancel the lease and return the equipment at no additional cost. Also some acknowledgement that they will look at this practice of allowing any employee to sign leases. 
Sincerely,
[redacted]

Hello Ms. [redacted],  I apologize for the oversight as this Revdex.com was resolved on 8/12 and the client was advised of the outcome however; I inadvertently forgot to send the business response. 
 
Please accept my apology,
 
Sincerely,
 
[redacted]
Client Advocate...


Office of the President
Pitney Bowes
 
 
 
August 12, 2015
 
Revdex.com Serving [redacted]
Attn: [redacted]
[redacted]
[redacted]
 
RE: Revdex.com # [redacted]
 
[redacted] 
[redacted]
[redacted]
 
Dear Ms. [redacted],
 
Pitney Bowes is in receipt of Revdex.com letter for complaint # [redacted] Pitney Bowes understands the frustration of the client [redacted] regarding the duplicate payment for the equipment return fee.
 
In reviewing the account I do show that the client has sent several emails to Pitney Bowes attempting to get a refund for a duplicate payment made for the return equipment pick up fee in the amount of $100.00 without resolution. We apologize for the experience Mr. [redacted] had with Pitney Bowes. I contacted Mr. [redacted] and requested copies of the checks that were paid to Pitney Bowes. These were provided by the client. The checks were sent to our AR group who assured me a refund check will be cut for $100.00 on 08-17-15. I did email the client to inform them of the refund check.
 
Pitney Bowes appreciates all of your information and feedback.  This assists us in educating our staff to ensure we provide excellent Customer Service.
 
Respectfully yours,
 
[redacted]
Case Manager, Client Experience
T + [redacted]
[redacted]
[redacted]
 
Pitney Bowes
[redacted]
[redacted]  [redacted]

I got some more information about this contract and actually discovered that the person named as Lessee died nearly 2 years BEFORE the contract was signed.

June 17, 2015    
 
[redacted] 
Attn: [redacted]
 
[redacted]
 
RE: Revdex.com # [redacted]
 
Dear Ms. [redacted],
 
Pitney Bowes is in receipt of Revdex.com...

complaint # [redacted].  Pitney Bowes understand the frustration of The [redacted] in regards to their Purchase Power account balance.
 
In reviewing the account, meter rental invoice number [redacted] dated 4/14/15 for $101.08 covering 04/27/15 - 09/15/15 billed to our Purchase Power entity. Since The [redacted] returned their equipment, Pitney Bowes credited rental invoice number [redacted] on 5/31/15. However, per system capabilities the May Purchase Power statement dated 5/1/15 was due on 5/28/15 and the credit had not posted before the due date adding a systematic late fee. Since the late fee remained unpaid, the system showed the account was past due and began automatic calls for payment.
 
Pitney Bowes does apologize for this inconvenience. Pitney Bowes has waived the $29.99 late fee to bring Purchase Power account number [redacted] to a zero balance. Due to this, the automatic calls for payment will cease as of today.
 
Pitney Bowes appreciates all of your information and feedback.  This assists us in educating our staff to ensure we provide excellent Customer Service.
 
Respectfully yours,
 
[redacted]
Case Manager, Client Experience
 
T + [redacted]
[redacted]
 
Pitney Bowes
[redacted]

November 16, 2016 Revdex.com Serving Connecticut
12pt; font-family: "Times New Roman", serif;">M[redacted], Complaint and Inquiry Consultant 2[redacted]
[redacted]
[redacted]   [redacted]
[redacted]
[redacted]
D[redacted]   I am in receipt of Revdex.com 11798548.  The client is stating that charges from 6-26-2016 and 9-26-2016 were falsely charged.  The client has been trying to have all billing cancelled out due to returning meter in March of 2016.  Upon the review of the account, Pitney Bowes has cancelled out invoices [redacted] and [redacted]6 in the amount of $167.29.  There is a credit of $81.21 on the clients account and we will be issuing a refund to the client.  I am sorry for any inconvenience this has caused.     Pitney Bowes strives to give the best customer service.    Respectfully yours,
[redacted]   [redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the Revdex.com's intervention on my behalf, and Pitney-Bowes' willingness to do the right thing and not cause more hassle.I hope my comments are put to use; it's a shame that my concern had to be handled in this manner. Customer emails should never be ignored, and staff levels should be adjusted accordingly.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am glad they were able to find the payment and that it is now applied against our old lease, but I am a little concerned about the date they have the lease terminating on. Their response show the lease terminated 3/18/2016. The lease technically should have been terminated at the latest back on 6/22/2015 when the check was received. If they cannot back date their system that is not a huge problem by me, but I would like written proof in the way of a letter that the lease is clear of any mistake charges and officially closed. The letter can be emailed in the form of a PDF attachment or something similar, but I would like something official to keep on file. Now I am kind of assuming the lease cannot be terminated if there is an open balance so the account is more than likely clear, but again I would like written proof of this. Especially since they cannot provide the title to the destroyed meter. 
If they can provide me with some sort of written proof that this has been cleared up we can close the complaint. 
Sincerely,
[redacted]

December 01, 2016 Revdex.com Serving Connecticut [redacted], Complaint and Inquiry Consultant [redacted]
*
[redacted]   [redacted]
Dear M[redacted]   I am in receipt of Revdex.com [redacted]. ...

Our sales representative is contacting [redacted] for resolution within the next 48 business hours.    My sincere apologies for the inconvenience.  Pitney Bowes strives to provide the best possible customer service.   Respectfully yours,   [redacted] Customer Advocate  Office of the President

November 16, 2015
Revdex.com, Inc. Attn: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com # [redacted]
Dear Ms. [redacted],
Pitney Bowes is in receipt of the Revdex.com complaint #[redacted]....
After much review on...

the account, we are offering a final settlement of $1,337.13. This amount has been reduced from prior settlement offer of $1,560.00.
Please see the attached copy of lease schedules 001 & 002 along with T’s and C’s. Current lease scheduled 002 commenced 10/20/2013 for term of 54 months. [redacted] made payments and used the equipment.
Actions PB took to resolve:
·         Initially client requested to cancel July 2014, PB offered a restructure and went over early termination settlement process
o   Client never mention unauthorized signer however; client thought  terms were for 12 months (terms were clear on the attached lease)  
·         Client called several times in 2015 was offered a settlement  
·         August 27, 2015 [redacted] said unauthorized signer
·         Client needs to report fraudulent activity via police report (if claiming fraud)
[redacted] must return the equipment as per the terms and conditions of the lease. [redacted] Lease [redacted] schedule 002 is binding and cannot be cancelled without paying a settlement to satisfy the terms of their lease. 
 
Please contact me directly and I will be happy to discuss the settlement offer along with the equipment return process.
Kind Regards,
Elaine West     Pitney Bowes Recovery
[redacted]
[redacted]
###-###-####
[redacted]

Pitney Bowes has been extremely difficult to deal with regarding the return of a leased postage machine. I will absolutely never deal with them again and I encourage others to look at all different options available to you before even considering Pitney Bowes. Their right hand does NOT know what their left hand is doing, and even when I talk with someone about what is supposed to happen next, that's not what happens next. For example, since the only way to return a leased postage machine is to have Pitney Bowes send you a box, I requested the box at the expiration of my lease term. It took them two months to send the box (when they promised I would have it in 7 days and then I had to call again), during which time they continued to bill me for the machine. I called to complain about those charges, and I was told that they would be removed, but I continue to get mailed and emailed billings demanding payment. I've spent far more time dealing with this company than the convenience of having their machine in my business for the 5 year contract term. Even if I have to go to the post office every day to buy stamps, I will NEVER use this company again for any service.

March 9, 2015
 
Revdex.com, Inc.
Attn: [redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
 
RE: Revdex.com [redacted]
 
Dear Ms. [redacted],
 
I am in receipt of [redacted] Revdex.com complaint #[redacted].[redacted] was upset about a billing issue that he was told had been resolved previously. He was also upset about long hold times, and that the issue couldn’t be resolved online via email.
 
I have adjusted the price of the meter to the amount that was discussed on 12/11/2014 which didn’t take affect due to an agent mistake.  I have since made the agent aware of this issue. 
 
The clients email was received on 3/6/2015, but didn’t specify what the issue was clearly enough, so the Pitney Bowes agent sent a follow up email for clarification.  There is no further information regarding this issue.
 
Below is the email I sent the client, per their request, to confirm the billing has been adjusted and will be correct going forward. I have provided my contact information in case of further questions or concerns. 
 
[redacted] will receive a corrected bill within the next 2-3 weeks, and can disregard the current invoice in the meantime. 
 
Respectfully yours,
 
[redacted]
Retention Team Lead
[redacted] [redacted]
[redacted]
[redacted]
[redacted]  
 
 
 From: [redacted]
Sent: Monday, March 09, 2015 7:35 PM
To: [redacted]
Subject: Revdex.com [redacted] regarding Pitney Bowes acct #[redacted]
 
Good Afternoon [redacted],
 
I have received your Revdex.com complaint, and I apologize for the issues.  Your comments are important and of extreme value as we continue to make process improvements.
 
I have corrected the price on your account to the amount of $19.95/month for one year which was agreed to on 12/11/2014.  Below I have outline this pricing structure in full:
Product: [redacted]
                Customer Account Number: [redacted]
                Effective Date: 01/01/2015
                New Rate: $19.95/m for the first year and $22.95/m for the 2nd year
                Resets: Unlimited Free Resets
                Reset Fee: $0.00/each
*The cost of postage and supplies are not included in this amount and are additional.
 
Please feel free to contact myself directly if you have any further questions or concerns.  Thank you for your valued business, and have a wonderful week!
 
Best Regards,
[redacted]
Team Sales Lead
Client Relations
 
T  +[redacted]
F +[redacted]
[redacted]
pitneybowes.com
 
Pitney Bowes
[redacted]
[redacted]